Abstract: A user interface display comprises a plurality of selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. Incoming events, such as customer support requests or other work items, can be received from a communication server and displayed via a selectable icon or work button in the toolbar. The user interface can notify the user of the incoming event, such as by causing the work button to blink. The user can send a command to the communication server via the user interface relating to the event, such as accepting an incoming work item or releasing a telephone call. The communication server can perform the appropriate event response.

Abstract: A user interface display comprises a plurality of selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. Incoming events, such as customer support requests or other work items, can be received from a communication server and displayed via a selectable icon or work button in the toolbar. The user interface can notify the user of the incoming event, such as by causing the work button to blink. The user can send a command to the communication server via the user interface relating to the event, such as accepting an incoming work item or releasing a telephone call. The communication server can perform the appropriate event response.

Abstract: A user interface display provides selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. The additional icons can be inserted adjacent the control symbol or in another location on the toolbar. A user can associate a set of one or more selectable icons with a control symbol. In one implementation, reselecting the control symbol removes the additional icons from the toolbar. In another implementation, the additional icons are removed when one of the additional icons is selected. If the icons are positioned adjacent to their corresponding control symbol, the display position of other icons on the toolbar is adjusted to allow room for the additional icons. When a set of the additional icons is removed from the display, the position of the other icons on the toolbar is re-adjusted.

Abstract: An apparatus and method for coordinating communication between one or more agents and a plurality of communication channels associated with different media formats such as telephone, email, and fax. A first request in a first media format can be received via a first communication channel and a second request in a second media format can be received via a second communication channel. Agents can be enabled to access requests in one or more of the media formats, and requests can be assigned to agents based on the types of media formats the agents can access, the subject matter of the requests, and/or the agents' skills. The requests can be placed in a queue until an agent is available to accept the request. Rules for assigning requests to agents can be included in a queuing engine. Agents can also decline a request routed to them, and route the request to another agent or return it back to the queue.

Abstract: A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route.

Abstract: An apparatus and method for coordinating communication between one or more agents and a plurality of communication channels associated with different media formats such as telephone, email, and fax. A first request in a first media format can be received via a first communication channel and a second request in a second media format can be received via a second communication channel. Agents can be enabled to access requests in one or more of the media formats, and requests can be assigned to agents based on the types of media formats the agents can access, the subject matter of the requests, and/or the agents' skills. The requests can be placed in a queue until an agent is available to accept the request. Rules for assigning requests to agents can be included in a queuing engine. Agents can also decline a request routed to them, and route the request to another agent or return it back to the queue.

Abstract: A user interface display comprises a plurality of selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. The additional icons can be inserted adjacent the control symbol or in another location on the toolbar. A user can associate a set of one or more selectable icons with a control symbol. The set of icons can be displayed adjacent the control symbol or at any pre-specified position on the toolbar. In one implementation, reselecting the control symbol removes the additional icons from the toolbar. In another implementation, the additional icons are removed when one of the additional icons is selected. If the icons are positioned adjacent to their corresponding control symbol, the display position of other icons on the toolbar is adjusted to allow room for the additional icons.

Abstract: A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route.

Abstract: A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route.